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Personal Online Banking:
Frequently Asked Questions

Getting Started:

1. What do I need to sign up for Online Banking and Online Bill Pay?

2. Are there any sign-up costs or monthly fees?

3. How do I sign up for these services?

Passwords & Security:

1. What do I do if I forget my password?
2. Can I change the 3 questions that I answered to reset my own password?
3. What is Enhanced Log in Security and why do I have to answer these questions each time I log in?
4. What is a “cookie”?
5. How often do I have to change my password?
6. Do I have to use my Social Security Number as my User ID?
7. Why do you enforce such strong password requirements for Personal Online Banking?

Usage:

1. What accounts can I look at?

2. How do I add another account to my existing Online Banking account?

3. What can I do with Online Banking?
4. Can businesses have online accounts at Merchants Bank?
5. Can I access my business account in my Personal Online Banking?
6. Do joint accountholders, such as my spouse, have to sign up separately?
7. How often is my account information updated?
8. Will I get step-by-step instructions for Online Banking and Online Bill Pay?
9. Can I look at all of my transactions at any time?
10. What bills can I pay through Online Bill Pay?
11. Is there any limit to the number or dollar amounts of bills paid through Online Bill Pay?
12. How long does it take for a bill paid through Online Bill Pay to reach the payee?
13. What happens if my account is overdrawn when a bill payment transaction comes through?
14. Who can I contact if I have any other questions or comments?

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Answers:

Getting Started:

1. What do I need to sign up for Online Banking and Online Bill Pay?
   To sign up for Online Banking and Online Bill Pay, you will need the following:
   • A Merchants Bank checking account
   • A computer, Internet access, and a supported version of the following browsers - Microsoft Internet Explorer or Netscape Navigator 4.0 and above.
   • We recommend that you use 128 bit encryption which is automatically available with Microsoft Internet Explorer 5.5 and Netscape Communicator 4.5.
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2. Are there any sign-up costs or monthly fees?
   There are no sign-up or monthly fees for Online Banking or Online Bill Pay.
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3. How do I sign up for these services?
   Once you have established your Merchants Bank checking account, simply click on the 'Apply Now!' link in the right hand menu and follow the simple instuctions. In order to submit an application for online banking, you are required to read and accept our disclosure that will be displayed.
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Passwords & Security:

1. What do I do if I forget my password?
   If you have forgotten your password you have two ways to reset it. The first option is from the Online Banking login page; click on the link that says: “click here to reset it yourself,” this will bring you to a 3 step process, the first step will be to enter your user id; step 2 is to answer the 3 questions you chose at the time of applying for Online Banking; and step 3 is to choose a new password. Once these steps are successfully completed you will be able to log in again.
   
   The other is to contact the bank at 1-800-322-5222. We will reset your password. You will need to go to the login page and click on the link that says, “click here to have Merchants Bank reset it for you” this will display the password reset form. When you fill out the form and submit it to the bank, a representative will then approve your form so you will be able to login again.
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2. Can I change the 3 questions that I answered to reset my own password?
   

   The answers to these questions provide something that you “know” to the bank, which allows us to electronically verify your identity to allow you to reset your own online banking password.  The questions and answers can be changed by calling Merchants Bank and having us reset your password. This process resets your password, your security questions, and the Enhanced Log in Security.  HINT: The answers are yours personally. They do not necessarily have to answer the question being asked, they can be any word or phrase which you will remember.
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3. What is Enhanced Log in Security and why do I have to answer these questions each time I log in?
   Enhanced Log in Security is a form of Multi-factor Authentication in which the customer provides information which is personal to them. This, along with your user ID and password provide 3 layers of authentication which is required before gaining access to your online banking account. This is required by Federal regulations and is a great step to ensure prevention of unauthorized access.
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4. What is a “cookie”?
   Cookies are parcels of text sent by a server to a web browser and then sent back unchanged by the browser each time it accesses that server. Internet cookies are used for authenticating, tracking, and maintaining specific information about users.  Most online banking sites, including ours, requires your browser to accept cookies.  We use this piece of information to authenticate the computer used to access online banking.
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5. How often do I have to change my password?
   Password changes are required every 45 days.
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6. Do I have to use my Social Security Number as my User ID?
   No, Merchants Bank has “alternate ID’s" available for Personal Online Banking.  Your SSN is required for the initial log on only. Once in Online Banking, go to User Options, and “Change User ID”.
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7. Why do you enforce such strong password requirements for Personal Online Banking?
   Providing the strongest security possible to our customers is high priority for Merchants Bank. Therefore we engage in a password structure which is challenging and not easily guessed or recreated by someone, other than yourself. You can change between 2 passwords for ease in remembering.  HINT:  Use something meaningful to only you. The requirements do not need to be difficult.
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Usage:

1. What accounts can I look at?
   You can view checking accounts, savings accounts, money market accounts, certificates of deposit, individual retirement accounts, and loans. Bill payments must be made from your primary transaction checking account.
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2. How do I add another account to my existing Online Banking account?
   You can request more accounts to be added by clicking on the “Contact Us” button on this page (see above, under Online Banking menu) and inputting the account number(s) in the message box. Clicking on the “Email” button from within an online banking session will also take you to the same form. This is the only secure method of electronically communicating account information to us. You can also call our Customer Call Center: 800-322-5222, to request the accounts be added.
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3. What can I do with Online Banking?
   You can look at your account online 24 hours a day, 7 days a week. You can pay bills, check on balances and view cleared transactions, transfer funds between accounts, reconcile accounts at any time without waiting for a statement, and download your account information directly to Microsoft Money or Quicken.
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4. Can businesses have online accounts at Merchants Bank?
   Yes. For more information about our Business Online Banking option click here.
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5. Can I access my business account in my Personal Online Banking?
   Yes, small businesses, or Sole Proprietors can access their business account along with their personal accounts.  Partnerships and Corporations are reviewed on a case by case basis. Please contact our Customer Call Center at 1-800-322-5222 to review a request of this nature.
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6. Do joint accountholders, such as my spouse, have to sign up separately?
   Each individual needs a unique User ID and Password to access Online Banking. You and your joint account holder will be able to access your joint account online and other accounts you hold individually.
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7. How often is my account information updated?
   Account information is in real-time.
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8. Will I get step-by-step instructions for Online Banking and Online Bill Pay?
   Detailed instructions are available online for you when you sign up. Visit our Demo site to see how the services work before you sign up. You will also receive detailed instructions from the bank after your application has been processed successfully.
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9. Can I look at all of my transactions at any time?
   Yes! With Online Banking, you have access to your account information 24 hours a day, 7 days a week!
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10. What bills can I pay through Online Bill Pay?
    You can pay bills in US dollars to any company or individual located in the continental United States, except tax payments, security purchases, and court-ordered payments. Your payments are deducted electronically and paid by check if your payee cannot accept an electronic payment.
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11. Is there any limit to the number or dollar amounts of bills paid through Online Bill Pay?
    There is no limit to the number of payments you may make, and you may pay bills in amounts up to $9,999.99.
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12. How long does it take for a bill paid through Online Bill Pay to reach the payee?
    Electronic payments are normally received in 3 business days. Payments that are made by check can take up to 5 business days.
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13. What happens if my account is overdrawn when a bill payment transaction comes through?
    If your bill payment account does not have sufficient funds to make a payment as of the date the payment is debited from your account, you will be blocked from making additional payments until the account has sufficient funds to make the payment. In the case of fixed, recurring payments, only the payment currently scheduled will be impacted. Fixed payments scheduled for future dates will not be affected.
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14. Who can I contact if I have any other questions or comments?
    If you have questions about Online Banking and Online Bill Payment, you can use our Secure Contact form or you can call us toll-free at 1-800-322-5222. Representatives are available Monday through Friday, 7:30 a.m. to 6:00 p.m. and on Saturday, 9:00 a.m. to 1:00 p.m.
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